OUR APPROACH
Follow what needs to move.
A business is made up of journeys. People, information and decisions move from one point to another.
THE IDEA
Look at the whole journey.
A visitor’s arrival begins before they reach reception. A decision begins before a report is opened. A customer request continues after the first response.
When we look at one step in isolation, it is easy to miss what came before it and what depends on it afterwards.
Buffr’s approach is to understand the journey as a whole, then focus on the parts where change could make a meaningful difference.
THE QUESTIONS
Start by understanding the movement.
What needs to move?
Where does the journey begin and end?
Who is responsible at each step?
What information is needed?
Where does the process slow down?
What should happen next?
THE PROCESS
From understanding to action.
Understand
We listen to the people involved and learn how the work happens today.
Define
We identify the problem, the decision and the outcome worth pursuing.
Develop
We explore the right combination of process, information, analysis and technology.
Review
We look at what changed, what was learned and what should happen next.
HUMAN JUDGEMENT
Keep people in the decision.
A useful system should help people understand their work and make informed choices.
When analytics or AI is involved, the result should have a clear purpose and understandable limits. People need to know when to question it, seek more information or choose a different path.
START A CONVERSATION
Have a challenge worth exploring?
Whether you are improving a process, exploring an idea or looking for a clearer way to use information, we would like to hear about it.